Enoch Boateng
Maumee,Ohio
Summary
Competent Technical support and well-versed in assisting a client with diverse computer systems, mobile devices, and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operate alone to troubleshoot and fix concerns. Dedicated worker with excellent communication, time management and computer skills. Aiming to leverage my abilities to successfully fill the vacancy at your company. Frequently praised as hardworking by my peers, I can be relied upon to help your company achieve its goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
NETWORK OPERATION CENTER TECHNICIAN(NOC)
Merino Computer Concept/ Nexus Healthcare-Contract
12.2023 - 01.2024
- Ensure customer service is first in anything do to drive 100% positive user experience
- Ability to understand client’s IT architecture, identify risks & translate feature & function set into customer solutions at all levels of the client organization level
- Using Cisco Meraki software to monitor all APs to ensure always online from any site
- Respond to network connectivity issues & resolve within SLA of Healthcare network
- Using PingProtter software to monitor all switches to ensure no disconnection from any site
- Receive and respond to incoming calls, pages, and/or work orders regarding desktop problems
- Troubleshoot remotely & on-site issues including but not limited to: Wi-Fi, printer, label printer connectivity, speed concerns, workstation issues etc
- Diagnose & resolve network level issues involving wired & wireless connectivity as well as maintaining a knowledge base on existing infrastructure & procedures
- Experience in Autotask ticketing, KnowBe4, IT Glue, Windows server OS, and Wins 11 & 10
- Providing endpoint Security for Apple devices using JAMF and 365 Administration & support.
IT SUPPORT SPECIALIST ( Hybrid)
Impellam Group
08.2022 - 11.2023
- Handle escalations and ensure it quickly resolved
- Providing end user support in person, via phone or electronically
- Experience in computer imaging using Microsoft SCCM and configuring new computers for employees
- Assist in delivery of specific Service Desk projects, setup workstation computers, and Asset tracking and lead projects to completion
- Experience in migration using O365 admin center to set up email addresses for end users
- Troubleshooting and installing Citrix-Cloud and Citrix workspace for end users
- Setting up new hire accounts in Active Directory system and giving permission to end-users
- Creating distribution list groups and shared mailboxes for all clients using O365 Admin Center
- Setup MFA/2FA authentication using Microsoft Azure Active Directory for all users
- Experience in Microsoft Admin center and device enrollment
- Networking support responsibilities include assisting with wired and wireless network connectivity, including connecting cables, configuring operating system settings, and troubleshooting connectivity
- Experience in TCP/IP, DHCP, LAN, WAN, VPN, and VOIP Phones connectivity
- Resolving tickets on time using Wise Ticketing system and ServiceNow to meet SLA’s.
- Good communication skills via Phone, Chat, and email to help end users
- Experience in Mobile Device Management (MDM/BYOD) to ensure good end-point security.
- Working on hardware projects and deploying laptops to remote users.
TECHNICAL SUPPORT REP( Remote)
DRB Systems
09.2021 - 07.2022
- Picking calls from customers and solve their technical issues
- Experience in Acrobat DC, SharePoint, Concur, OKTA, ServiceNow, VOIP, and Internet Browsers.
- Troubleshoot issues on both Windows 7, 8, 10 &11, macOS, iOS JAMF, and Android platforms
- Experience in working on windows server 2008, 2012, 2016, 2019 etc
- Create tickets using Salesforce CRM and Azure AD to create authentication for users
- Install and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install security patches and updates when necessary
- Build rapport with help desk customers and gather problem details effectively.
- Using Active Directly to create user account and Break/fix hardware issues
- Fundamental understanding of IT service management and ITIL business process
- Experience with Atlassian cloud products (JIRA, Confluence, Insight, SAP)
- Solid understanding of computer operations in networked environment.
- Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades
- Troubleshoot issues pertaining to following internet protocols (DNS, VPN, IP Routing, SSH, FTP, HTTP/HTTPS, etc.)
- Software and hardware deployment to end users and manage client ticketing system.
IT SUPPORT SPECIALIST( Remote)
Selman & company
07.2017 - 08.2021
- Performs direct end-user support and ensures high level of service at all times, including support for user base that is largely remote.
- Responded to individual tickets to provide end-user support on hardware and software issues.
- Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software.
- Manage accounts through Microsoft Active Directory/Entra ID and Office 365.
- Experience in SaaS software environments such as Salesforce, Dropbox, Google Suite, and slack.
- Identifies, investigates, and resolves user’s problems with computer software and hardware
- Configuring new desktops, routers, modems, and similar devices
- Resolve technical problems related to hardware, software, and connectivity.
- Configuring and troubleshooting networking, wireless, and VPN features of end-user devices.
Education
Bachelor of Science - Information Technology
Clayton State University
Georgia, Morrow08.2022
Skills
- Good Communication skills
- Networking troubleshooting skills
- DHCP/TCP/IP network connectivity
- LAN/WAN / Open VPN connectivity
- Office 365 Suite
- Microsoft Active Directory
- User Training
- Hardware and software Upgrades
- VoIP Systems
- Hardware Configuration
- ITIL Processes
Certification
CompTIA Security
Timeline
NETWORK OPERATION CENTER TECHNICIAN(NOC)
Merino Computer Concept/ Nexus Healthcare-Contract
12.2023 - 01.2024
IT SUPPORT SPECIALIST ( Hybrid)
Impellam Group
08.2022 - 11.2023
TECHNICAL SUPPORT REP( Remote)
DRB Systems
09.2021 - 07.2022
IT SUPPORT SPECIALIST( Remote)
Selman & company
07.2017 - 08.2021
Bachelor of Science - Information Technology
Clayton State University
CompTIA Security
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